Complaints Handler

Description

We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow, Haverhill, or Gloucester office. Working within Commercial Insurance, you’ll be managing complaints through to a fair outcome that’s right for both our customers and our business. Building strong relationships is key to our success and you’ll be driving improvements for our customers, all whilst working in a great team. So, if you have experience in claims or complaints handling within the insurance industry or financial sector, and a passion for investigation with a curious mind then this could be for you!

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, at one of our AXA offices. We’re also happy to consider flexible working arrangements which you can discuss with your Reed Talent Solutions Consultant.

What you’ll be doing

• Act as an ambassador and champion for AXA’s customer values
• Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation
• Communicating effectively and ensure that all communications sent to the customer are of the required quality and meets the expectations set by both AXA and the regulator
• Capture lessons learnt and ensure these are shared with the relevant people

Working Hours & Shift Pattern:

You’ll work 35 hours per week, Monday to Friday from 9am until 5pm. No weekends or bank holidays required!

Induction & Training:

Life at AXA Commercial is all about giving businesses the confidence to thrive. And we know the best way to do that is by investing in our own people, because whether it be our journey to digital transformation or our unwavering commitment to continuous employee development, creating enviable expertise and empowering our colleagues equips them to better protect our customers. You’ll benefit from role specific training for the first 2 weeks in the position which, will be fully office based and then you’ll be supported in the role by a buddy as you continue your development.

Qualifications

We know that some candidates, may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA, but you’re not sure you tick every box we’d still encourage you to apply.

What we’re looking for:

• Previous experience within Retail or Commercial Insurance Claims, significant previous complaints experience within insurance or financial services would be advantageous.
• An understanding of how to support customers with characteristics of vulnerability during the complaint process
• Excellent communication skills
• Strong business commercial awareness
• Ability to plan, prioritise and achieve deadlines

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

What we offer

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary of £23,000 - £25,000 dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 25 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• AXA employee discounts
• Gym benefits

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term health condition or disability and require reasonable adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to AXA.Recruitment@reed.com.